Patient satisfaction with Tuberculosis treatment services at Kawaala Health Centre III, Kampala, Uganda, January-June 2017: A cross-sectional study.

Richard  Malumba; Charles  Opio; Fiston  Muneza; Aggrey  Mukose; Angela N.  Kisakye; Doris  Kwesiga; Freddie  Ssengooba

doi:10.51168/sjhrafrica.v6i12.1300

Authors

Richard Malumba Makerere University School of Public Health, Department of Epidemiology and Biostatistics
Charles Opio Makerere University School of Public Health, Department of Epidemiology and Biostatistics
Fiston Muneza Makerere University School of Public Health, Department of Epidemiology and Biostatistics
Aggrey Mukose Makerere University School of Public Health, Department of Epidemiology and Biostatistics
Angela N. Kisakye Makerere University School of Public Health, Department of Health Policy, Planning and Management
Doris Kwesiga Makerere University School of Public Health, Department of Health Policy, Planning and Management
Freddie Ssengooba Makerere University School of Public Health, Department of Health Policy, Planning and Management

DOI:

https://doi.org/10.51168/sjhrafrica.v6i12.1300

Keywords:

Patient satisfaction, DOT, SERVQUAL, Tuberculosis

Abstract

Introduction

Supervised treatment of TB in an urban setting (Urban Directly Observed Therapy) is part of a support package that is sensitive and supportive of patients’ needs. Patient satisfaction with DOT is one of the measures to support patient adherence and treatment completion, thus its importance to treatment outcomes. Assessing patient satisfaction with urban DOT and applicability of the service quality tool (SERVQUAL) hasn’t been done, and so, there is insufficient knowledge for implementers of the strategy. We determined the level of patient satisfaction and applicability of the tool at Kawaala Health Centre III, Rubaga division, Kampala, Uganda.

Methods

We conducted a cross-sectional study in June 2017 and collected quantitative data using the SERVQUAL tool. We used factor analysis and reliability testing to determine the tool’s applicability among TB patients and mean score analysis to determine the level of patient satisfaction. Patients aged ≥18 years with confirmed smear-positive pulmonary tuberculosis (PTB) and on treatment under Urban DOT at Kawaala Health center III were included in the study.

Results

We found the SERVQUAL tool to have Cronbach's alpha coefficients of 0.83 for expectations and 0.76 for perceptions. A quality gap of -0.46 was also found.

Conclusion

The tool applies to TB patients in a Ugandan urban setting. Forty-six percent of patients were dissatisfied with tuberculosis treatment services. We recommend improvement in the dimensions of urban DOT components, reliability, and responsiveness.

Recommendation

Effective diagnostics, such as a functional genexpert machine, should be explored to improve service delivery.

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